VICIdial Review

PROS: After implementation, it was easy to use. Lack of support and unprofessionalism of their accountant team is awful

CONS: For one year, we did not use the product due to Covid 19 and being shut down. We asked if we can receive a credit and were told no. We asked to pause and we were told no. Our only option was canceling. Once we canceled, a few months later we asked to be re-activate. We were told a 1000 reinstatement fee needed to be in place for us to continue. I asked if that can be waived and their accountant Stacey was very unprofessional. Her exact words in a email "My boss has hired me specifically to keep deadbeats like you at bay. What do you think? He wants to lose more money because of your company? With that ultra sweet offer of 1 month of service? Pass The fact a employee would email someone that is unprofessional. I called today to speak to a manager and nobody will return my call

PROS: It is a very user-friendly software to use for inbound and outbound calls. Our employees love using it, especially when doing customer callbacks because the program is so efficient. At first, I have no idea how VICIdial works, but I was able to figure out how things work in a contact center, which is an added knowledge to my current job. Using free software isn’t too bad, after all.

CONS: I want to give some of my inputs to make things better and improve our operations. I am hoping that they could add a feature that would allow admin users to prioritize some leads, especially VIP clients. Second, I wish to organize listings in a particular manner where we can quickly locate them in our folders. Sometimes the content of the program is too overwhelming, which makes it more confusing to use.

PROS: This has the potential to be a good product if the customer service wasn't so lacking.

CONS: For one year, we did not use the product due to Covid-19 and being shut down. We asked if we can receive a credit and were told no. We asked to pause and we were told no. Our only option was canceling. Once we canceled, a few months later we asked to re-activate. We were told a $1000 reinstatement fee needed to be in place for us to continue. I asked if that can be waived and their accountant Stacey was very unprofessional. Her exact words in an email "My boss has hired me specifically to keep deadbeats like you at bay. What do you think? He wants to lose more money because of your company? With that ultra-sweet offer of 1 month of service? Pass." The fact an employee would email someone that is unprofessional. I called today to speak to a manager and nobody will return my call.

PROS: It comes with great and useful features. You can make some changes to the interface that will suit your business needs.

CONS: It utilizes Perl for its script programming, which is not my preference at all. However, things decently work, so I guess it's okay.

PROS: It saves us so much money because we do not have to pay for the basic platform. I love that it comes with robust functionality that will greatly enhance our efficiency and productivity which will be impressive to our clients.

CONS: The user interface is mostly designed in black and white. More enhancements will make the tool visually appealing.

PROS: VICIdial is capable of doing a lot of things that can enhance call center operations. Everyone from top management to the CSR’s loves the tools because it's so easy to navigate.

CONS: Latency happens once in a while, which affects our survey scores and the overall quality of the calls. Sometimes there is a disconnect in how things work. One example is that the dialer and the customer info screen do not pop up simultaneously.

PROS: It is easy to solve various client issues because VICIdial can pull up accounts and view agent notes. If you want to dig deeper into a customer’s problem, you can pull up and listen to call recordings and have your QA analyst and supervisor decide what to do.

CONS: There is not much to offer in terms of customization. It is not our top priority, but if given the option, then we will like to make changes.

PROS: Working with a trusted and robust software gives us peace of mind that nothing will go wrong with our operations. The support that VICIdial gives us is so overwhelming that they spoonfeed us with all the tips and resolutions that we could use for our business.

CONS: Since this is an open-sourced program, many people can take advantage of and abuse the software for their gain. Even illegal call centers can utilize VICIdial, which affects the reputation of the company.

PROS: I have been a long time user if VICIdial and I have used it for various inbound and outbound campaigns. Besides not spending money on it, I would say that I can always trust this program to help our team go beyond our clients' expectations. It rarely has issues, and it gives me the flexibility to add some features to meet the demands of our clients.

CONS: Improved quality of the user interface because it looks dull and lifeless. The server's data should work seamlessly with the predictive dialer so all leads can be fully utilized, thus allowing the agent to tag the call appropriately.

PROS: VICIdial works well for any size of business. It serves its purposes for catering to various needs of the client. I love the way the staff of VICIdial supports us in times of need.

CONS: The interface of the entire application looks outdated. I saw the tool that is specific for reps and the placement of the buttons, and the form needs to be changed.

PROS: Setting up the system is very fast and easy. My IT personnel didn’t experience any serious issues with this software.

CONS: There are times where we cannot hear the customer on the other line and vice versa. We had to troubleshoot the software and do something with its settings.

PROS: There are many call center software to choose from, but I decided to settle for VICIdial because of its integration capabilities and its capability to adapt to our client's needs. If you are into programming, this app will suit you best because you can integrate features into it and make things work better for your contact center.

CONS: The software is pretty much easy to work with. I need to do some necessary tweaking on the programming, and then we are all set. However, I think that the interface looks outdated or old school. It's not a big issue, but it can use some upgrades.

PROS: With VICIdial, you do not have to spend a penny to acquire the software. This is one of the advantages of using an open-source platform meant for contact centers. I like that it comes with a robust social community where members can provide you with all the support that you need with regards to the software.

CONS: A lot of our employees have provided feedback regarding the outdated look of the software’s interface. I don’t mind what it looks like as long as it is capable of offering us what we need to solve issues and generate revenue. I am more concerned about the stability of the product since we encounter some bumps on the road whenever we try to upgrade the software or introduce new add ons.

PROS: With VICIdial, there is no need for you to invest in other tools or programs to keep your call center running at an optimal state. It comes with a predictive dialer, a softphone, chat and email support tools, reporting tools, etc. It can help you manage your staffing and service levels that can serve all of your campaigns effectively. VICIdial is a unique free source software known for its robust features that are recommended for SME’s that would like to start their own in house contact centers. If you prefer to use this on a larger scale or multi campaign operations, all you need to do is purchase multiple servers and then have someone install VICIdial for your convenience. You can try it out, and you’ll notice the difference in how you handle your customer service and telemarketing teams.

CONS: Technical issues are common for software like VICIdial, but sometimes this is also affecting our daily productivity and profitability in some ways. The agents do experience being logged out automatically from the system, and there are instances that that calls that go through the phone system won’t connect immediately, causing the customer on the other line to hang up. If these happen, our CSAT scores significantly drop, which can compromise our relationship with our clients.

PROS: If you do not have sufficient funding to start up your contact center, you should give VICIdial a try. It won’t cost you anything, but you will still enjoy its features and functionality that you will generally get from paid software. The platform is so easy to figure out, and it works for multiple skillsets. It will help you enhance your operations, and it can help you deliver essential reports to gauge agent productivity.

CONS: They charge a hefty fee for the installation of the software. Maybe this is to offset things because they won’t ask you to shell out any amount for VICIdial. There is an option to DIY, but if you are not proficient with programming, then you may not be able to do it successfully.

PROS: It is not complicated to learn how Vicidial works. Even a call center newbie can figure out how to take calls by merely observing others. What I appreciate about Vicidial are the call recordings. It is so easy to find them, and the quality is close to crystal clear.

CONS: I do not have any bad comments for Vicidial. For me, it's pretty amazing considering that its free of charge.